HP Australia received over 190 complaints from customers over cash-back confusion.

Graeme Samuel, said the ACCC received more than 190 complaints about HP's cash back and gift promotions over the past year, primarily related to sale of personal computers and printers.

"Most complaints related to delays in receiving the cash back," he said.

"Some also related to difficulties in contacting and/or receiving consistent responses from HP or its agent."

The ACCC raised its concerns with Hewlett-Packard in late 2008. Hewlett-Packard cooperated fully and has worked with the ACCC to resolve the issues. 

Hewlett Packard has; engaged a new service provider to manage its cash back and gift promotions; implemented a new claims processing procedure, including clear timeframes and mechanisms to communicate with consumers regarding their claims; implemented a new complaint handling procedure which allows consumers to escalate their complaints and states how escalated complaints will be dealt with; and  updated its website to include information for consumers who have not received their cash back and contact details for escalation of complaints.

Samuel said cash back offers are popular with consumers, so it is very important that companies making such offers treat consumers fairly and provide clear and straightforward information about claiming cash backs.

"Traders offering cash back and gifts should listen to their customers and respond quickly where issues of delay or confusion around claims become apparent.

"The ACCC will look to enforcement action where it considers a trader has engaged in misleading or deceptive conduct in relation to cash back or prize offers and is unable to resolve the ACCC's concerns."

Consumers wishing to make inquiries or complaints to the vendor about its cash back and gift promotions can do so via the Contact HP link on its homepage, www.hp.com.au, which provides email and telephone contact options for contacting the company on this matter.